Job Description

About the job

We are seeking a highly motivated Business Process Improvement Specialist to join our team and lead initiatives that enhance the end-to-end customer experience. This role is responsible for analyzing key customer interactions, identifying pain points, and driving process enhancements across various functions including operations, IT, call centers, and last-mile delivery. The ideal candidate is customer-centric, data-driven, and experienced in continuous improvement methodologies.

Key Responsibilities

Map and analyze customer interactions across multiple touchpoints. Identify friction points and operational inefficiencies in the customer journey. Design and implement improvements to reduce customer effort, improve first-time resolution rates, and shorten turnaround times. Optimize processes with the customer at the center of all initiatives.
Work closely with teams across operations, IT, customer service, and last-mile delivery to embed Customer service & exceelence goals into process design.

Use metrics such as NPS, CSAT, and service-level data to identify trends and prioritize areas for improvement. Collaborate with the Strategy team to define and monitor key service KPIs, including complaint resolution time and customer wait time. Ensure all process changes align with established customer experience standards. Maintain and update SOPs for all relevant customer-facing functions. Incorporate insights from customer surveys, social listening tools, and frontline staff into process redesigns.
Promote a mindset of continuous, customer-focused improvement across the organization through workshops and engagement programs.

Identify opportunities to integrate digital tools (e.g., self-service portals, chatbots, order tracking) to enhance transparency and user experience.

Qualifications & Experience

Education

Bachelor's degree in Industrial Engineering, Business Administration, or a related field.

Certifications

Lean Six Sigma (Green Belt or higher), Kaizen, BPM, or ISO Quality Management Systems certification preferred. Knowledge and experience of BPMN tools like aries, bizagi...

Experience

7 years in process improvement, operational excellence, or customer experience roles. Experience in insurance ,real estate , or service-based industries is highly desirable.
Job Type: Full-time

Pay: AED8,000.00 - AED10,000.00 per month